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Interactive Intelligence offers unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. More than 3,500 organizations worldwide currently benefit from the company's open, standards-based, all-in-one IP communications software suite, which can be deployed as a premise-based or Communications as a Service (CaaS) solution.
Interactive Intelligence
Unified CommunicationsA New Approach to Cloud CommunicationsWith its Communications as a Service (CaaS) offering, Interactive Intelligence leverages VoIP and a unique local control cloud delivery model to provi |
Contact Center ManagementBuilding the Business Case for a Cloud-Based Contact Center SolutionCloud-based contact center solutions are altering the dynamics and responsibilities of operating environments. |
Contact Center ManagementCloud Contact Center Market Trends: Movement from Best-of-Breed to SuitesFor contact centers, moving to the cloud is no longer the question. The question is: What’s the best approach? |
Contact Center ManagementComfort & Security in the Cloud: How Communications as a Service Delivers Superior Technology Stability and ResiliencyLori Bocklund of Strategic Contact, Inc. discusses strategic insights of the cloud, and Jason Alley of Interactive Intelligence discusses customer ins |
Contact Center ManagementContact Center Planning: Agility is KeyLeading contact centers are moving towards flexible plans to improve contact center performance: the organization, technologies, and business decision |
Customer Experience Management (CEM)Customer Experience, Trends, and Staff PlanningCustomer care executives often say the most important metric in their contact center is “Customer Satisfaction Score,” since a good customer experienc |
Contact Center ManagementFlexibility in the Cloud: Dynamic Market Changes Require Adaptable Customer Support SolutionsAs the pace of technology accelerates, cloud contact center communications enable companies to adopt solutions that deliver a compelling customer expe |
Call Center Management"Guaranteeing" Compliance: Better Hiring, Better Work Environment, Better Quality ManagementSome aspects of call center compliance are straightforward, such as recording calls. Other aspects are trickier, such as collectors being FDCPA-compli |
Mobile WorkingHome Agent Series Part 3: Next Generation Home WorkingSo the stage is set for the home working business model and the next generation customer experience. Now, organizations must consider the impact of mo |
Unified CommunicationsHow the Interaction Center Platform® has Changed the Communications IndustryRead what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Inte |
Unified CommunicationsMicrosoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer ExperienceMicrosoft Lync Server 2010 has no equal for unified communications in the enterprise. But for the contact center, Microsoft Lync can fall short. |
Unified CommunicationsTCPA Compliance: Perspectives on Current Technology OptionsThe collections industry has a vested interest in the Telephone Consumer Protection Act (TCPA) and its provision against automated dialers. But TCPA c |
Contact Center ManagementThe Inner Circle Guide to Cloud-based Contact Center SolutionsThis report from ContactBabel, sponsored by Interactive Intelligence, details the drivers for cloud-based contact center solutions, along with key fac |
Contact Center ManagementThe Total Cost of Ownership of Cloud and Premise-based Contact Center SystemsThis report looks at TCO comparisons for cloud and premise-based contact centers over a five-year period. It includes comparisons for centers in diffe |
Workforce Planning and ManagementThink Strategic: Workforce Optimization - Get it Working for Your OrganizationIt’s known that a Workforce Optimization (WFO) solution can improve a contact center’s operations and efficiency. But there’s little discussion on the |
Contact Center ManagementUsing Real-Time Speech Analytics to Turn a Negative Experience into an Extended Revenue SystemIn a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, |
Contact Center ManagementTransforming a Measurement Program into a Meaningful Program: 8 Great “Next Steps”For post call IVR surveys, eight straightforward initiatives can help increase the value of the customer feedback a survey provides. |
Contact Center ManagementWork-at-Home Agents: A Case Study Review (Part 1 of a 2-part series)There are two sides to the growing trend of work-at-home agents: the people side, and the infrastructure side. Part 1 of this case study looks at the |
Contact Center ManagementWorkforce Management: It's more than just softwareTo create a successful workforce management deployment, the first step is to evaluate your WFM product and determine how you’ll use it along with the |
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